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Workforce Analyst Sr.

Company: Synovus Financial Corp.
Location: Columbus
Posted on: November 10, 2019

Job Description:

Job Summary:

Under the direct guidance of the Workforce Management Manager, this position will collectively take ownership for the scheduling and intraday performance of all Synovus Customer Care Centers. The WFM team is responsible for forecasting workloads, forecasting resources required to process workloads, scheduling resources, managing real-time adjustments to resources, and generation of reporting and analysis required to manage these processes efficiently. Using reporting tools, the WFM Scheduling Analyst will be responsible to develop and maintain optimal schedules for the service center staff in order to ensure we meet service center goals and guidelines. The WFM Analyst will work with business leadership to coordinate processes to meet the operational and strategic needs of the business, to advise on potential opportunities or hazards that affect the business' ability to meet strategic goals, and to solicit feedback that influence the operations of WFM.

Job Duties and Responsibilities:

Provides and comples regular scheduling responsibilities and provides schedule analysis and staff recommendations to meet service center goals.

Provides detailed, accurate, and timely completion of scheduling reports.

Assists in the maintenance of WFM data reports to ensure accuracy of historical statistics provided to our customers.

Establishes and maintains strong relationships that will allow an effective working relationship with all levels of employees and management from multiple departments and multiple sites.

Coordinates, supervises, and is accountable for workforce management forecasting, scheduling, capacity planning, schedule management, real-time management, reporting, and analysis to achieve set service level goals such as adherence to schedule, schedule efficiency, utilization, and occupancy

Leads the Workforce team responsible for short-term and long-term workload forecasting, scheduling, real-time resource management and proactively working to meet daily metrics by staying in constant communication with Customer Care teams.

Uses workforce management software and call volume history to help manage intra-day staffing levels and to determine the most effective methods for staffing adjustments.

Provide and maintain intraday performance reports

'Works with business leadership to provide operational insight and to receive feedback for workforce management process development and refinement. Serves as a trusted partner and advisor to leadership teams.

Provides various WFM Presentations such as New Hire Presentation and Department Quarterly Reviews. Establishes and maintains communication channels to ensure scheduling and resources are met.

Ensures delivery of key metrics, staffing, training requirements and performance metrics through optimization of resources, identifying and implementing process improvement and leveraging automation/technology. Increases efficiency by recommending staffing strategies that support the needs of a multi-skilled customer contact center. Provides and creates New Hire and Department Shift Bids. Prepares and maintains reports, dashboards and monthly packages as needed.

Directs staffing alignment and resources to ensure minimal impact to customers as a key member of the Disaster Recovery and storm planning teams.

Each team member is expected to be aware of risk within their functional area. This includes observing all policies, procedures, laws, regulations and risk limits specific to their role. Additionally, they should raise and report known or suspected violations to the appropriate Company authority in a timely fashion.

Performs other related duties as required.

The information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
Synovus is an Equal Opportunity Employer supporting diversity in the workplace.

Minimum Education:

Requires a level of knowledge normally gained through completion of an undergraduate degree

Minimum Experience:

5 years experience

Required Knowledge, Skills, & Abilities:

1-3 years of Workforce Management experience using WFM software with a preference of Aspect WFM IEX or Calabrio systems

2-3 years of Excel experience with Intermediate knowledge of formula definitions

'1-3 years of Data Analysis experience capturing, storing and reporting historical statistics (Call Volumes, AHT, Service Level, Forecast Accuracy, Occupancy, Shrinkage, Adherence, etc.'

3-5 years working in a Call Center environment (working in a 75+ seat contact center)

Must have strong mathematical and statistical skillsets to maintain accurate data reporting

Must have data analysis experience capturing, storing and reporting historical statistics

'ACD/Call routing knowledge


Keywords: Synovus Financial Corp., Columbus , Workforce Analyst Sr., Professions , Columbus, Georgia

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